Dan Murphy's
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OVERSEAS CUSTOMER ?? THINK AGAIN !! THEY DON'T WANT YOUR CUSTOM !!
THIS IS NOT 1 STAR... it's the only way the system allowed me to write, THIS IS A ZERO star recommendation. Having used Dan Murphy's delivery service over the past 8 years for deliveries to our son living in Australia, since we live in the UK, our latest experience has been, to say the least - stressful !! We placed an order for a collection at the Woolloongabba store. Order confirmation received, credit card payment made from our account, our son duly arrived to collect his birthday present only to be told the order had been cancelled and the funds refunded!! erm think again!! No email informing the cancellation, no credit card refund!! If you need to make contact with the company, it is either email and wait an indefinite length of time for a reply or call the customer service department. Requiring the problem to be rectified immediately as a delay to the response would entail our son having to make a further 5 hr round trip, the only option to make was a very lengthly call from the UK. After lengthy phone calls, and the promise the funds were in the system for a refund, a second payment was made for the purchase. Surprise, surprise 10 days later no refund had been received. After a further query from us the response from customer service informed us the refund was stuck in their system and would be received in 3 - 5 working days. Having emailed again to the customer care department our concerns over the lack of the ability to rectify the problem immediately, and to point out due to the time difference in waiting for the initial email response that this was not acceptable we requested help with what ended up being a very hefty phone bill (£168 GBP / $308 AUD) . Today I received the following quote "... In saying this, we understand, it is frustrating not to be able to make immediate contact with us despite phone calls, however, this is the risk you take when ordering from an Australian company." So if you are thinking of ordering from overseas via DAN MURPHY'S we recommend you think again and shop elsewhere!! We certainly will not be recommending DAN MURPHY'S ever again - but they won't mind it seems. This has been our worst ever case of poor customer care. Our wish is that this in some way could go viral. We would be more than happy to discuss this further with the company's CEO with whom we also tried to make contact, but who is obviously not at all concerned with any customer other than those resident in Australia. We received said refund 18 days after first placing the order. Our son had to wait 45 minutes the first time he visited the store to collect his two bottles of whisky without going away with the purchase. He then had to wait a further 45 minutes on his return two hours later, despite our efforts in the UK. Perhaps DAN MURPHY's might understand, at the very least, our frustration and realise the stress this caused. This would in our opinion be worthy of far greater investigation, better systems to look after overseas customers and I don't imagine we are alone - given this horrible level of service. We have the feeling that DAN MURPHY's just does not really care!